October 03, 2003

Products Affected

Problem Description

The initial signed phone load for the Cisco IP Phones 7940 and 7960 have been found to randomly reset or intermittently fail with one-way or no-way audio.

P00305000101 and P00405000101 has been bundled, as a default phone load, with the following Cisco CallManager (CCM)releases: 3.3(3)SR1 and 3.2(3)SR3.

A number of these issues have been addressed and corrected in the subsequent P00305000200 and P00405000200 now available on Cisco Connection Online (CCO). However, this latest release uncovered another reset condition when an international localization has been installed on the Cisco CallManager.

Background

Multiple defects have been identified and a new software load is in the final stage of testing. These defects were found in both the older unsigned loads, P0030401, as well as the newest signed images, P0030501. Customers who have recently upgraded to either Cisco CallManager 3.2(3)SR3 or 3.3(3)SR1 and did not change the default phoneload, default installation procedure, are now running the signed image and are unable to revert back to an older version of software on the phones.

With the effort to release a signed version of phone loads to CCO there has been a previously undiscovered defect that has escaped testing. This defect is only hit when an international local is installed and being utilized. A root cause has been found and again this new load is in test, to be released the week of September 29th, 2003.

Problem Symptoms

Intermittent one way, no way audio for the first 10 seconds between IP phones with no gateway involved. CallManager traces show the calls being connected but no voice stream is being passed. Review of a sniffer trace between phones show that the streams do not get established until the phone issues an ARP reqeust roughly 10 seconds after the skinny message comes in to cut through audio.

Running phone load P00305000200 signed load and a user locale is installed on the phone will reset when doing a directory search and if you press button '6 m,n,or o' the phone resets. This also effects the logging of Extension Mobility with the mentioned locales again the same button presses causes the phone to reset.